JLL supports the Whole You, personally and professionally.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
About JLL Global Business Services(JBS)
JLL's Global Shared Services (JBS) organization operates across five strategic delivery centres — India, Manila, Dalian, Warsaw and Costa Rica — supporting JLL's business lines and corporate functions worldwide. JLL combines process excellence, technology leverage and deep functional expertise to deliver consistent, high-quality outcomes at scale. People are the engine of this model: recruiting, developing and retaining the right talent across every centre is what makes JBS work.
Role Overview
The HR Consultant Lead is the people manager and leader of the HR Consultant execution pool. This role is responsible for the day-to-day functioning of the pool, the development and performance of its people, and the continuous improvement of how the team operates.
The Team Lead is a player-coach people manager: coaching and developing consultants, managing performance, and creating an environment where the team can do its best work, besides delivering on their individual scope of work across the HR Consultant scope. Beyond people management, they act as the operational hub of the pool — triaging and assigning incoming work, handling escalations, and ensuring the team is always focused on the right priorities. They identify friction points and drive improvements that make the pool faster, more consistent, and more effective at scale.
Core Accountabilities
People Management
Directly manages all HR Consultants in the pool — responsible for their performance, development and engagement
Sets clear expectations, provides regular feedback, and conducts performance reviews in line with the annual cycle
Identifies development needs and builds individual growth plans that strengthen capability across the pool over time
Coaches consultants through challenging assignments, stakeholder situations, and complex cases
Creates a psychologically safe, high-performance team culture where consultants are motivated, accountable, and continuously improving
Manages headcount planning, on-boarding of new consultants, and any performance management processes
Triage, Assignment & Workload Management
Acts as the first point of intake for work requests coming into the pool from HRBPs and the business
Triage's incoming demand — assesses complexity, urgency, and skill requirements to assign the right consultant to each workstream
Maintains visibility of team capacity and workload across the pool at all times, redistributing work as priorities shift
Manages the team sprint cadence — runs planning, check-ins, and retrospectives to keep work on track
Flags capacity constraints or demand surges to HRBP leadership early, with data to support resourcing decisions
HR Program Execution
Partner with HRBPs and COEs on HR program creation and execution
Key driver of program activation through the Consultant pool for all HR cyclical programs including year-end performance and rewards process, talent review processes, people engagement survey, etc.
Escalation Handling
Serves as the first escalation point for consultants encountering issues beyond their scope — complex ER cases, ambiguous policy situations, or difficult stakeholder dynamics
Resolves escalations where possible, applying sound judgement and HR expertise to guide the team to the right outcome
Determines when matters require escalation to the HRBP or specialist team, and manages that handoff cleanly
Maintains situational awareness across all active cases and workstreams so escalations do not come as surprises
Support Organization Strategy & Design
Support implementation of organization design changes
Guide managers on redundancy conversations and support execution
Rewards & Compensation Administration
Administers the annual compensation cycle within established guidelines for defined in scope Manager populations in partnership with the HR Consultants
Manages cyclical promotion cycles and advises on off-cycle compensation adjustments
Employee Engagement & Culture Programs
Supports rollout of engagement survey cycles — communications, logistics, results distribution and action planning
Helps in scope managers interpret team-level results and build action plans using standard toolkits
Coordinates recognition and cultural programs as relevant
Employee Relations & Risk Management
Investigates and resolves escalated individual employee and manager issues, including disciplinary and performance management cases
Applies consistent, policy-aligned approaches; escalates complex or sensitive cases to the HR Business Partner
Maintains accurate case documentation and tracks resolution status for escalated cases
Coaching Managers
Coaches managers on exceptional situations requiring HR support beyond policy interpretation
Escalates strategic, systemic, or executive-level matters to the HR Business Partner
Operating Model Improvement
Owns the quality and consistency of how the pool operates — process templates, playbooks, tools, and ways of working
Identifies friction, inconsistency, or inefficiency in how work gets executed and leads improvements
Builds and maintains a library of reusable resources — guidance documents, templates, checklists — that enable consultants to work faster and to a higher standard
Tracks team performance data — delivery metrics, ER case volumes, program completion rates — and uses insights to improve how the pool works
Shares execution intelligence with the broader HR community; feeds ground-level insights back to HRBPs to improve program design
Quality Assurance
Reviews consultant output on higher-stakes workstreams before delivery to ensure accuracy, quality, and policy alignment
Maintains consistent standards across the team — especially important in a pool model where multiple consultants may work on the same program type
Ensures case documentation, data records, and program administration are accurate and audit-ready at all times
What We're Looking For
Experience
12+ years of progressive relative HR experience, with at least 4 years in a managerial capacity
Demonstrated people management experience — has directly managed, coached, and developed HR professionals
Strong operational HR background — deep familiarity with the full annual rhythm of business programs (performance, compensation, talent review, ER)
Significant experience in a Global Shared services or BPO
Track record of improving processes and ways of working, not just executing them
Experience of managing a global team and familiarity with labor landscape across major global locations including India, Philippines, China, Poland and Costa Rica.
Experience in leading critical programs aligned with the employee lifecycle.
Expertise in leading large scale global projects.
Expertise in driving transformational programs including change management.
Experience leading HR through significant change — restructuring, rapid scaling, technology transformation or location strategy shifts.
Skills & Attributes
Exceptional people manager — genuinely invested in the growth and performance of their team
Operationally excellent — brings structure, clarity, and discipline to how work gets planned, assigned, and tracked
Sound HR judgment — experienced enough to guide consultants through complex situations and handle escalations with confidence
Clear communicator — translates HRBP priorities into actionable direction for the team; surfaces execution intelligence back up
Continuous improvement mindset — not satisfied with good enough; always looking to make the model work better
Calm under pressure — manages competing priorities, surge demand, and team challenges without losing composure
Collaborative — works as a peer to Strategic HRBPs; the relationship is complementary, not hierarchical
Technology savvy professional who champions change and adoption of latest smart tools and technologies
Qualifications
Masters degree in Human Resources, Business Administration, or related field
SHRM-CP/SCP, PHR/SPHR, or equivalent professional certification preferred
Familiarity with HRIS platforms (e.g., Workday) and project management or workflow tools
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
About JLL –
We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
